ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PADA PUSAT PELAYANAN SATU ATAP (PPSA) PT. PELABUHAN INDONESIA II (PERSERO) CABANG PANJANG

Maya Shela Andhiny, Nana Mulyana, Izzul Fatchu Reza

 

ABSTRACT. This study aims to determine and analyze the factors that affect the quality of service
at One Stop Service Center (PPSA) in PT. Pelabuhan Indonesia II (Persero) Panjang Branch of Bandar
Lampung City. The method used is qualitative with descriptive type. Determination of informants
based on the criteria of informants obtained through snowball sampling technique. Furthermore,
data collection techniques used are in-depth interviews documentation and observation. While the
data analysis techniques used are data reduction, data presentation, conclusion, and verification.
The results showed that the factors that influence or encourage the quality of service at One Stop
Service Center (PPSA) in PT. Pelabuhan Indonesia II (Persero) Panjang Branch of Bandar Lampung City
include human resources, services through customer-oriented system, facilities dan infrastructure,
and programme activities by engaging customers. While the inhibiting factor of service quality at
PPSA is caused the internal factor a company, covering system or network coming from network
provider itself.


Keywords: Service Quality, Management, and Human Resources